Help Desk Specialist – Journeyman

Position Description:
 Providing analytical techniques and procedures in support of clients, systems, and networks
and consult with users to determine hardware, software, and system functionality.
 Providing overall network, user, and systems support and will be identify, prioritize, and
resolve reported issues and problems, to include creating network user accounts and the
setup/configuration of email.
 Providing helpdesk support, field user calls, determine level of support required, and
escalate/distribute those calls accordingly e.g. to Tier 2 or Tier 3.
 Providing support and troubleshooting users’ issues in the areas of account management,
enterprise resources application, server administration, networking, and applications.
 Providing troubleshooting and problem resolution for software, hardware, and
communications issues related to supported computer workstation systems and
applications.
 Performing security patching (analyzing, documenting and taking corrective action for any
issues) and system audit collection and perform continuous system monitoring and analysis
to ensure optimal systems, network, and user operation.
 Providing hardware/software installation and testing.
 Being available to perform other duties as assigned.
Required Education and Experience:
 1+ years of help desk experience diagnosing and resolving technical problems with both
software and hardware.
 Demonstrated on-the-job experience as a full-service IT support team member in a
Windows AD environment.
 Experience working within an IT support team and ability to contribute and collaborate in
daily support activity.
 Resolve, contribute, and provide prescriptive solutions to IT needs supporting SCIF and
corporate IT operations and support staff.
Required Skills:
 Must be able to provide onsite and remote technical support with an emphasis on
hardware, connectivity, and application issues.
 Must possess problem solving skills, excellent understanding of desktop operating systems,
networking principles and MS applications.
 Must understand information assurance and interact with security personnel on issues
related to system security and provide sound information assurance guidance as required.
In addition to these responsibilities, must have strong communication skills.
 Must exhibit a professional behavior that promotes teamwork, fosters cooperation, and
enhances productivity in the workplace. Must be well organized with the ability to
coordinate, prioritize, and execute multiple tasks simultaneously in a high-pressure
environment.
Required Clearance:
• Active / Valid DoD TS/SCI-eligible clearance (i.e. DCID 6/4 eligibility); applicant must
maintain clearance in active/valid status.
• Clearance investigation close date must be no older than 5 years, 6 months at the time of
application.
• Must be willing to submit to, and be able to pass, a CI polygraph.
Required Certification:
• Active / valid DoD 8570.01-M IAT-II certification (Security +); applicant must maintain
currency of same.